Resolution Playbook

OrganizationPopular

open-mercato

resolution_playbook

How to choose one resolution action from a ticket and its customer history.

Overview

Publisher	open-mercato
Repository	`open-mercato`
Skill name	`resolution_playbook`
Stars	1.8K
Forks	415
Bundled files	2
License	MIT
Links	Skill source Repository Homepage

Markdown instructions
A SKILL.md file the model loads on demand, so it only costs tokens when a request actually matches.
Works with any LLM
AI skills are plain Markdown, not provider-specific code, so this works with GPT, Claude, Gemini, Grok, or a local model.
2 bundled files
Scripts, templates, and references the model can read while it works. Files are read-only and never executed.
Open source
Published by open-mercato on GitHub. Read the source before you install it.

Installation

Install the Resolution Playbook AI skill in TypingMind to use it with any LLM, or drop it into another agent that reads SKILL.md.

Install in TypingMind

TypingMind installs a skill straight from its GitHub folder — it reads SKILL.md, bundles the resource files, and stores the result locally.

Open the app and go to Plugins → Skills.
Choose "Install from GitHub".
Paste the skill folder URL below and confirm.
Enable the skill in any chat where you want it available.

Store

Installed

Skills

Add skills

Import one or more skills from a public GitHub folder or a local .skill or .zip archive, or SKILL.md file.

From GitHub URLFrom .skill, .zip, or SKILL.md

GitHub repo or folder

https://github.com/open-mercato/open-mercato/tree/main/apps/mercato/src/modules/agent_examples/agents/support_resolution_advisor/skills/resolution_playbook

Points to a single skill folder, or any folder that contains multiple skills. Public repos only.

CancelContinue

Plugins → Skills → Add skill → From GitHub URL, then paste the folder URL and press Continue.

Install in another agent

Any agent that reads the Agent Skills format can use this skill — copy the folder into that agent's skills directory.

Claude Code — .claude/skills

git clone --depth 1 https://github.com/open-mercato/open-mercato.git /tmp/open-mercato
mkdir -p .claude/skills
cp -r /tmp/open-mercato/apps/mercato/src/modules/agent_examples/agents/support_resolution_advisor/skills/resolution_playbook .claude/skills/resolution_playbook

Restart Claude Code after copying so it picks up the new skill.

Use it in TypingMind

Enable Resolution Playbook in any TypingMind chat and the model takes it from there. Its name and description sit in the system prompt, and the moment a request matches, the model loads the full instructions itself — you never invoke it by hand, and it costs no tokens until it is actually used.

The model loads Resolution Playbook on its own as soon as a request matches it.

Works with any AI model

AI skills are plain Markdown instructions rather than provider-specific code, so Resolution Playbook is not tied to the model it was written for. Install it once in TypingMind and use it with GPT-5, Claude, Gemini, Grok, DeepSeek, Mistral, Llama, or a local model you run yourself — all on your own API keys.

Loaded only when it is needed
The system prompt carries just the name and description. The instructions are fetched on the first matching request, so an idle skill costs nothing.
Switch models mid-chat
Because the skill is instructions rather than code, changing model does not break it — the next model reads the same SKILL.md.

Skill instructions

This is the SKILL.md content the model loads. Read it before installing — a skill is instructions your model will follow.

Use this playbook to pick the single best action for a support ticket, combining the ticket text with the history returned by the lookup_ticket_history local tool.

Actions you may propose:

set_priority — payload.priority one of low | medium | high | urgent.
assign_specialist — payload.team (e.g. billing, security, infra, success).
send_macro — payload.macroId (a canned reply, e.g. password-reset, refund-status).

Decision rules:

Outage, data loss, security, or money-at-risk wording → set_priority: urgent (this beats every other signal).
vip: true OR churnRisk: high with an unresolved problem → assign_specialist to the most relevant team; do not let a VIP wait in the general queue.
A routine, well-understood request (password reset, "where is my refund", how-to) with churnRisk: low and no open tickets → send_macro with the matching canned reply.
Everything else → set_priority at the level the ticket severity and history justify (more open tickets / slower average resolution → raise it).

When the history and ticket disagree, prefer the safer (higher-touch) action and LOWER your confidence rather than guessing. Always name the deciding signal in the rationale.

Bundled files

The model reads these on demand while the skill is loaded. They are exposed as readable files and are never executed.

examples/escalate-vip.md1 KB
TEMPLATE.md1 KB

Frequently asked questions

What does the Resolution Playbook AI skill do?

How to choose one resolution action from a ticket and its customer history.

Why use Resolution Playbook on TypingMind?

Because you install it once and use it with any model. Resolution Playbook is plain Markdown rather than provider-specific code, so the same skill runs on GPT-5, Claude, Gemini, Grok, or a local model — and you can switch model mid-chat without it breaking. TypingMind runs on your own API keys, so you pay providers directly instead of a per-seat subscription, and your skills and chats stay in your own storage.

How do I install Resolution Playbook in TypingMind?

Open Plugins → Skills → Install from GitHub in TypingMind and paste https://github.com/open-mercato/open-mercato/tree/main/apps/mercato/src/modules/agent_examples/agents/support_resolution_advisor/skills/resolution_playbook. TypingMind reads its SKILL.md and bundles its files and installs it as a skill you can enable per chat.

Which AI models can use Resolution Playbook?

Any model you connect in TypingMind. AI skills are plain Markdown instructions rather than provider-specific code, so GPT, Claude, Gemini, Grok, and local models can all load this skill when a request matches it.

How many AI models can I use with Resolution Playbook?

As many as you like. As long as a model supports skills, you can use Resolution Playbook with it — GPT, Claude, Gemini, Grok, DeepSeek, Mistral, Llama and more — all on TypingMind with your own API keys.

Is the Resolution Playbook AI skill free?

Yes. It is published on GitHub by open-mercato under the MIT license. You only pay your own AI provider for the tokens you use.

What are AI skills?

An AI skill is a reusable instruction bundle that teaches an AI model how to do one specific task. It follows the open Agent Skills format: a SKILL.md file with a name and description, plus any scripts, templates or reference files the model may need. The model reads the instructions only when your request matches the skill, so an installed skill costs nothing until it is used.

How are AI skills different from plugins or MCP servers?

A plugin or MCP server gives a model new tools to call — code that runs somewhere and returns a result. An AI skill gives the model knowledge and process instead: how to approach a task, which steps to follow, what good output looks like. Skills are plain Markdown, so they need no server, no API key and no runtime, and they work with any model.

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Overview

Installation

Install in TypingMind

Install in another agent

Use it in TypingMind

Works with any AI model

Skill instructions

Bundled files

Frequently asked questions

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